Implementation Manager, Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full responsibility for the complete delivery of a designated portfolio of Enterprise programs, overseeing everything from sales transition to configuration, integration, data migration, training, go-live, and Customer Success transition.

• Develop and sustain program plans in Rocketlane, which include critical paths, workstream dependencies, module-level exit criteria, actual efforts, risks, and decision documentation.

• Organize go-live events in alignment with agency operational readiness.

• Address at-risk or stalled programs by providing a clear path towards resolution or closure.

• Share weekly program updates that detail schedule health, risks, responsible parties, dates, and necessary decisions.

• Oversee change control and confirm sales transitions prior to project kickoff.

• Facilitate engagements with large stakeholder groups from multiple departments across fire and EMS agencies.

• Drive change adoption for shift-based, represented, volunteer, and hybrid workforces.

• Utilize First Due AI tools for drafting statuses, summarizing meetings, capturing actions, generating plans, synthesizing risks, assessing legacy data, mapping migration fields, and conducting agency-specific discovery.

• Validate AI-generated outputs and manage customer data in accordance with First Due standards.

• Fulfill the contracted scope of services, hours, and fees.

• Prepare and negotiate change orders with segment leadership, Sales, and agencies.

• Assess statements of work and solicitation responses for delivery viability.

• Highlight field-driven enhancement requests to leadership and the Product team.

⛳️ Requirements

• A minimum of seven years of customer-facing implementation, professional services, or program management experience within a SaaS environment.

• Experience managing multi-workstream programs with phased deployment across multiple customer departments.

• Strong knowledge of the public safety industry, particularly in fire service operations and EMS.

• Proven ability to lead large stakeholder groups from multiple departments, including executive sponsors, technical personnel, and represented or shift-based workforces.

• Formal project management expertise, including baseline scheduling, critical path management, risk and issue tracking, documented change control, and structured status reporting.

• Proven use of AI tools within a delivery or program management context.

• Experience in translating agency operational and regulatory requirements into software delivery scopes.

• Exceptional written and verbal communication skills at the executive level.

• Familiarity with Rocketlane or a similar professional services delivery platform.

• Working knowledge of Microsoft 365, including Outlook, Teams, Word, and Excel.

• Willingness to travel to customer locations, team events, and company offsites, up to 25 percent.

• Must be legally authorized to work for any employer in the United States.

• Must pass a criminal background check successfully.

• Preferred: PMP or an equivalent professional project/program management certification.

• Preferred: experience working with public sector or government clients, including procurement, security review, and compliance processes.

• Preferred: formal program management or delivery governance experience at a SaaS organization.

• Preferred: change management certification or experience with formal change adoption methodologies.

• Preferred: working knowledge of Salesforce.

• Preferred: direct, hands-on experience with Rocketlane.

• Preferred: Bachelor's degree or equivalent professional experience.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• FSA/HSA options available.

• 401(k) retirement plan.

• Flexible paid time off (PTO).

• Fully remote working environment.

• Technology stipend.

• Opportunities for career advancement.

• Additional benefits and perks.

• Reasonable accommodations provided during the interview process and throughout employment.

• Commitment to equal opportunity, diversity, inclusion, and a respectful workplace.